=+operation that could be evaluated with standards. Michael used time and motion studies to identify an ideal standard of 36 claims processed per hour. The Claims Processing Department manager, Kimberly Mann, has rejected this standard and has argued that the standard should be 30 claims processed per hour. Kimberly and Michael were unable to agree, so they decided to discuss this matter openly at a joint meeting with the vice president of operations, who would arbitrate a final decision. Prior to the meeting, Michael wrote the following memo to the VP.

To: T. J. Logan, Vice President of Operations From: Michael McIntyre Re: Standards in the Claims Processing Department